How can Urplay help you?

FAQ Billing Support

Q
: Why was I billed when I originally signed up for a 5-Day trial?

A: As indicated during the trial membership signup process, the 5-Day trial, when offered, gives you access to our Premium services for five days. To avoid service interruptions, your trial membership automatically renews as a monthly Premium membership unless cancelled before the trial expires.

If cancelled, your Premium trial membership will revert to a Free Regular membership, for which there are no monthly fees.

For additional questions or concerns, we welcome you to contact our customer support team.

Q
: Why was I billed by One-CS for my Urplay membership?

A: As of june 2015 we have partnered with One-cs.com a global customer support service provider to help our our clients. One-cs are highly trained support staff who can resolve any question or issues you have with your Urplay account or membership.

Q
: Why was I billed when I upgraded to a multimedia premium account for $2.95 ?

A: As indicated during the signup process, the premium account upgrade, when offered, gives you access to all our bonus content including games, music, books and movies. To avoid service interruptions, your membership automatically renews as a monthly Premium membership unless cancelled before the trial expires.

If cancelled, your Premium trial membership will revert to a Free Regular membership, for which there are no monthly fees.

For additional questions or concerns, we welcome you to contact our customer support team.

Q
: Where can I find the terms of the 5-Day Trial?

A: The terms of the 5-day trial can be read prior to selecting the 5-day trial option during the signup process.

You may read the complete Terms and Conditions of our service at any time for additional details.

Q
: How can I confirm that my membership is cancelled?

A: After cancelling your membership, a confirmation email is automatically sent to the email address you used to create your Urplay account.

Since many web-based email providers such as Hotmail, Gmail or Yahoo occasionally mistake confirmation emails as spam or junk, please be sure to check your spam/junk folders in order to ensure that the confirmation email was indeed received.

If you still cannot find your membership cancellation email, you may have mistyped your email address when signing up. In this case, please contact us and one of our agents will be able to assist you.

Q
: How can I view my transaction history?

A: You can find out your complete transaction history by calling support which is open 7 days a week, 24h, at 1-877-717-3330 for US/Canadian customers and 1-302-722-4042 for international customers.

Q
: Why am I still being charged after I cancelled?

A: If you have received an email confirming the cancellation of your membership but are still being charged, please contact us immediately so that we can closely investigate the matter.

If you have cancelled your Premium membership you should not receive any additional monthly charges.

Q
: How does the billing work for a trial membership?

A: When you choose the 5 day trial membership you get free access to our Premium services for a period of 5 days. To avoid service interruptions, all trial memberships are automatically renewed as monthly Premium memberships with a recurring fee of $34.95/month unless cancelled within the 5-day trial period.

If you are dissatisfied with the service, we ask you to cancel your Premium trial membership during the trial period to avoid automatically converting to a monthly Premium membership. If cancelled, your Premium trial membership will revert to a Free Regular membership, for which there are no monthly fees.

Q
: What happens if I cancel a Premium membership?

A: If you cancel your Premium membership, you may keep your Urplay account as a free Regular member. There are no monthly fees for a Regular membership.

Q
: My credit card has expired and I wish to maintain my current membership, how can I update my credit card information?

A: Please contact us and one of our agents will be happy to assist you in changing any credit card information including changing credit card numbers or updating the expiration date on your current credit card in order to ensure your current membership is maintained.

A: Sometimes a $1.00 temporary authorization hold may be applied to your credit card / debit card after registration. The authorization procedure is required to ensure your card is valid. Typically, these holds are removed after 48-72 hrs. The full amount will immediately be credited back to your bank account or credit line. No permanent charges will be applied to your credit card for signing up as a regular member.

Q
: How can I get further assistance by phone or by email?

A: To reach our customer service center by phone or by email, please call 1-877-717-3330, 24h, 7 days a week, or contact us at support@urplay.net

Q
: What is the refund policy?

A: For refund policy details, please call our toll-free number at 1-877-717-3330 and 1-302-722-4042 for International customers, 24h, 7 days a week.

To avoid any unwanted charges, please be sure to read the complete details of each subscription package during signup.

Refund Guidelines

If you have experienced any of the following situations on Urplay, you may qualify for a refund.

· Technical Problems: we will issue a refund if technical issues prevent you from using the site.

· Not What You Expected: if our website doesn’t deliver the experience advertised, we will issue a refund.

We cannot issue partial refunds under any circumstances. Refund claims must be made within 60 days of a contested payment. If you wish to stop using our service, you are solely responsible for cancelling your account.

FAQ TECHNICAL SUPPORT

Q
: What is being installed on my system, is it necessary to play and download games?

A: Yes it is necessary: In order to protect the copyrights of the content holders, Urplay requires installation of the Urplay player. The player facilitates the downloading of games and communication with Urplay. This player will run in the background and requires no attention. Subsequent to installation, this player will be launched on every attempt to access premium content.

Q
: I have downloaded a game, why does it ask me to add to the library again?

A: Sometimes the system losses track of which machine you are on. If the game has been downloaded, click on my library or collection menu, you can access games you have previously downloaded.

Q
: I have received an error, and I cannot install the Urplay player.

A: If you received an error (ex. Installation Failed; Download Interrupted; Error Downloading; Activation Errors: (599), (703), (771), (772), (805), (998)) or you're simply having trouble downloading or activating your PC game, there may be interfering software that is preventing the game from downloading and installing successfully. Please check your antivirus, firewall, and other related applications.

Q
: What is Urplay?

A: Urplay is a Games on Demand service. Currently we offer a monthly subscription packages of games. Subscribers can access and play over 1600 games and play as much as they want.

Q
: What are the minimum requirements?

A: The in-game system requirements will vary with every game. Each game has their minimum system requirement displayed within their respected game page. Compare your system to the game's system requirements to ensure smooth game playing.

Q
: Can I play Games on another PC?

A: As long as you have an active account, and the PC has the Urplay Games Player installed, you can login and play. Simply sign in with your user name and password on a computer that has Internet access via broadband and the Urplay Games Player installed.

Note: You will not be able to access your previously saved games when switching computers, and will need to download your games on this remote computer again.

Q
: How many games can I play with my subscription?

A: You can play all the games available in the subscription catalogue.

Q
: How many computers can I install and use the Urplay Player on?

The Urplay Games Player can be installed on any number of computers. However, you can access the service on up to 5 computers located at the same IP address (e.g. one household) at one time. Please note that you will need to download games separately onto each machine, and the game saves will be saved onto the local machine.